While live chat is central to customer support, it’s also seeing a quick adoption as a conversion and sales tool. It works because customers resolve their concerns and are more likely to press the BUY button.

Still, most businesses struggle with measuring the effectiveness of their pre-sales chat. Here are 5 key performance indicators (KPIs) you can focus on for optimizing your conversions through pre-sales chat.

1. Number of sales influenced

Live chat is effective in addressing your audience’s pain points and increasing engagement, but ultimately it should lead to more sales.